Satisfação e percepção dos usuários dos sistemas de saneamento de municípios goianos operados pelas prefeituras

Abstract

Meet consumer satisfaction as sanitation services is a tool to assist in their management. This study evaluated consumer satisfaction regarding the sanitation services directly managed by local governments of 21 municipalities in the state of Goiás. In the evaluation of satisfaction with the characteristics of all sanitation components, we used the interval scale. We verified the perception of consumers in relation to the reality of sanitation by comparing the results in the forms with the conditions observed in visits to municipal agencies responsible for sanitation. To that, 479 forms were applied with the people selected at random, and the number of forms used in each city was obtained using the Neyman allocation rule. It was found that satisfaction prevails for water supply, collection and transportation of waste. However, dissatisfaction prevails for urban drainage, waste disposal and all indicators relating to sewage. Small portion of the population is expressed as indifferent, showing consumer preference in positioning. It was observed that the perception of consumers was consistent with the reality of the municipalities perceived during the visits.